Gradian Systems Ltd

Gradian Premium Technical Telephone & Business Critical Support for Symantec Products

Gradian Support has been designed to add value to traditional vendor support. The included support guide highlights SLA's and keeps support easy and timely. Pricing attached is for up to 1000 users, additional users can be added for £0.96p Per user per month

Features

  • Detailed support guide
  • Customer success professional alignment
  • Co-operative support escalation
  • Management escalation of critical issues
  • ITIL alignment
  • 24/7 x365

Benefits

  • Highly skilled, certified and experienced support professionals
  • Ticket management
  • Response within one hour
  • Raise tickets by phone, online or email
  • No automated telephone answering system

Pricing

£13,158 a unit a year

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ciaran.orourke@gradian.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

1 3 9 8 3 9 2 1 0 2 3 8 9 1 8

Contact

Gradian Systems Ltd Ciaran O'Rourke
Telephone: 07770 377 936
Email: ciaran.orourke@gradian.co.uk

Planning

Planning service
Yes
How the planning service works
Please see Gradian Professional Services for implementing new Symantec Services.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Symantec Email Security Service
  • Symantec Web Security Service
  • Symantec Endpoint Protection

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Gradian is a Symantec Secure One Services partner. We are an extension of Symantec's own support team, proving first and second line support. Gradian's Support Desk Professionals are Symantec accredited in the fields of email, web and endpoint.

Security testing

Security services
Yes
Security services type
  • Security incident management
  • Other
Other security services
Fixing product issues

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
Gradian Support provides assistance with the day to day operation of your Symantec solutions and products and helps to resolve problems that are inconsistent with documented behaviour.

Service scope

Service constraints
Support is only available remotely.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Please refer to the Support Guide in the documents section.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
Please see Gradian's Support Guide attached.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£13,158 a unit a year
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ciaran.orourke@gradian.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.